Akanksha J. Paralkar

• Provided first-line support for IT-related queries, swiftly diagnosing and resolving technical issues.
• Managed incident lifecycle from initial report to resolution, maintaining high levels of customer service.
• Assisted in the implementation of new software and systems, ensuring smooth transition for users.
• Conducted regular knowledge-sharing sessions with team members to improve overall service desk efficiency.
• Delivered remote support to users, guiding them through step-by-step solutions.
• Assisted customers with password resets, account unlocks, and security settings adjustments.
• Trained new support representatives on troubleshooting techniques and company support protocols.
• Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
• Maintained up-to-date case documentation for future reference.
• Analyzed trends in customer requests to provide proactive solutions that will reduce future occurrences.
• Managed communication between internal stakeholders involved in the resolution of a particular issue.

• Delivered technical support to head office users in Copenhagen
• Administered user accounts, computer accounts and printer accounts within Active Directory environments, including Granting access to the exchange groups and public folders
• Configured Microsoft Outlook and resolved related technical issues for diverse user requirements
• Network: Troubleshooting issues related to File Servers and Profile Servers, troubleshooting network drives and share folders permissions issues
• SMS/SCCM: Installation and deployment of applications using System Center Configuration Manager or System Management Server
• Printers: Installation & troubleshooting of HP network Printers
• PINSAFE: Support and managing and troubleshooting PINSAFE accounts
• Tools: Working knowledge of tools like BMC Remedy version 7 and 7.5 ticketing tool, Dame Ware & Remote Desktop (Damware) and CISCO Toolkit
• Managing Users Profile on Active Directory
• Installation and configuration of Applications on users PC
• Troubleshooting on Maersk and non-Maersk based applications installed on users PC
• VPN / VDI Support
• Basic Knowledge of Citrix Client Administration, Granting/revoking access to all applications, Citrix Profile issues, Citrix server side connectivity issues for user
• Handling escalations on call/email

Other Responsibilities

• Managed and enhanced knowledge base through regular updates to streamline organisational processes and support teams
• Monitored technical issues using BMC Remedy Ticketing Tool and assigned cases per Assignment Matrix
• Trained new starters and handled critical Level 2 infrastructure support queries
• Collaborated with cross-functional teams during Major Incidents to optimise infrastructure performance and minimise downtime